[Hiring] Manager, Technical Account Services SaaS @Ellucian

Role Description

As a Manager, Technical Account Services at Ellucian, you will lead a team of Technical Account Managers responsible for supporting our higher education customers through proactive, technically informed service. In this role, you’ll ensure your team delivers high-quality guidance, issue resolution, and strategic support—helping institutions maximize the value of our technology solutions. You’ll foster strong partnerships with customer stakeholders, coordinate with internal teams, and develop scalable practices to elevate the customer experience. Your leadership will be critical in growing team capability, supporting complex customer needs, and ensuring alignment between technical service delivery and institutional outcomes.

• Team Leadership & Development: Hire, manage, and mentor a team of Technical Account Managers. Provide coaching, set clear performance goals, and promote a culture of accountability, knowledge-sharing, and continuous improvement.
• Technical Service Oversight: Guide the team in delivering expert support and strategic technical guidance to assigned accounts. Ensure service excellence, consistency, and alignment with customer expectations and internal standards.
• Strategic Customer Engagement: Partner with senior customer stakeholders to understand institutional priorities. Ensure team members are driving value through proactive consultation, solution optimization, and high-quality engagement.
• Escalation & Issue Resolution: Oversee and support resolution of complex or high-impact customer issues. Serve as a senior escalation point, ensuring timely and transparent communication across internal and customer teams. Drive solutions to reduce escalations, identify potential service gaps and propose solutions.
• Process & Practice Improvement: Identify opportunities to streamline and scale processes and practices. Implement tools, documentation, and feedback loops to enhance team performance and customer outcomes.
• Cross-Functional Collaboration: Coordinate with product, support, implementation, and engineering teams to ensure customer feedback is represented and integrated into ongoing service and product improvements.
• Reporting & Metrics: Monitor key performance indicators for the team and customer portfolio. Use insights to drive improvements, identify risks, and communicate progress with internal and external stakeholders.
• Solution Optimization: Ensure team members are bringing value to customers by optimizing solutions which drive down customer costs and ensure Ellucian business financial objectives are met.

Qualifications

• Minimum of 5 years of experience in a SaaS company, preferably in technical account management, service delivery or similar roles
• Minimum of 2 years of experience managing or mentoring customer-facing or technical services teams
• AWS Cloud Practitioner certificate or equivalent
• Familiarity with cloud environments (e.g., AWS, Azure, GCP) and how services are delivered, monitored, and supported in the cloud
• Proven ability to lead through influence, develop high-performing teams, and manage change in a fast-paced environment
• Strong technical acumen, with experience guiding solution usage, troubleshooting complex issues, and advising customers on system optimization
• Exceptional interpersonal and communication skills, with the ability to build trusted relationships across a variety of stakeholders
• Experience with service management frameworks (e.g., ITIL, ISO/IEC 20000), and applying them in a cloud-first context
• Experience with tools such as ServiceNow, Jira, Confluence, or similar platforms
• Familiarity with higher education operations and student lifecycle processes is highly desirable
• Strategic thinking, operational rigor, and a passion for improving the customer experience

Benefits

• Comprehensive health insurance reimbursement
• Life insurance
• Wellness benefits
• 17 workdays vacation
• Christmas bonus payout in June & December
• Thrive Flex Program that allows you to contribute towards your health, financial or learning interests
• 5 charitable days to support the community that supports us
• Diversity and inclusion programs that promote employee resource groups such as: Women in Technology, Pride and Go Green to name a few.
• Parental leave.
• Employee referral bonuses to encourage the addition of great new people to the team